Complaints

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a cruise in February, to travel on September 23, 2023, which included flights, pre cruise hotel and cruise. As transfers not included, requested and paid to the agent to reserve transfers for us. From May 2023 onwards, after many requesting info emails and empty promises, only departure flight detail was provided on September 15 and etickets were emailed to us in the morning of departure September 23. As a result I can't do the early online check-in and had to line up for a long time at airport. Also only at that time, i noticed the returning flight was 6:30a.m. I emailed the office and the girl said she was looking for alternatives, but the new timing also not workable. We were supposed to get off ship on October 7, but ******* told us that *********** department only started working at 6:30, so I wouldn't be able to take the scheduled departure flight. As advised by the *******, we had to leave ship one day early and stayed in a hotel for one night. I contacted the agent office and they managed to book a hotel room for us, but not the transfer from port to town (1 hr. drive), reason being due to time difference. Due to the short notice and long distance from port to airport, no last minute transportation could be arranged by *******. Luckily we met a limo driver and the reserved customer who agreed to give us a ride to town. Otherwise, we, ***** ******* ** *** ***, had to drag our luggage and walked in the hot sun for 45 min to catch a local bus to town. In conclusion, we lost one day of paid enjoyment on the ship, extra expenses on meals and hotel. **** ********* **** ****** ******* ****** ** *** ******* *********** *** *********** ** *** ***** ***** *** ** *** **** ** ********** *** ***** ******** **** *** *******

  

  Business response

  25/01/2024

  Hello. i am confirming we are in receipt of the clients complaint and i will provide a detailed response after we investigate the issues

  Customer response

  23/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Please reopen my complaint file as Cruise Connections has just offered me $351.44 for hotel and transfer expenses.  Since it's an expensive cruise vacation and because of their incompetent services, my vacation was shortened for one full day.  **** ** ******* *** * *** ** *** ***, ** *** ** ********* ******** *** ********** *** ***  On top of the hotel and transfer expenses,  I would like to see an additional $1000.00 for the shortened cruise and meal expenses.

  
  

  Should you require any additional information, please contact me.  Look forward to receiving the replies.

  
  

  Regards

  *********************

  
  Sincerely,
  
  *********************

  

  Business response

  23/02/2024

  We are receipt of this complaint and we will review the additional request for compensation for a missed day of $1000. the complainant originally requested for us to compensate her for a hotel and transfer totaling $351.44, which we agreed to cover $400 as a future Travel certificate. the compaiantant is has changed their request.

  Customer response

  26/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Please advise Cruise Connections to read in details of my complaint first sent to them in October 2023.  The summary of my request included the shortening of our cruise, hotel fees and meals.  This was also mentioned in the January 24, 2024 complaint through BBB.  ** ********* ****** ** ***** ** *** ********* **** ****** ******* ****** ** *** ******* *********** *** **** *** *********** ** ******* we are flying out on the date, as well as the empty promises from the incompetent staff for many months before and after the cruise.

  Sincerely
  
  *********************

  

  Business response

  12/03/2024

  Hello. we originally offered the complainant $400 FTC to cover the transfer and hotel. The cruise ship did an overnight in the disembarkation port of call. the guest decided to leave the ship so they could get to the airport. they would of had to disembark the next day in the morning. they left the night before as mentioned. the complainant is asking fo an additional $1000 as compensation for this. We will not be providing the complainant an additional $1000 more over th the $400 we have already offered. we will increase the $400 to $600 in the form of a Future Travel Certificate (FTC) from us at Cruise Connections. the **** does not expire, can do used for any type of travel we sell. Such as cruise, air, hotel, etc. they are also transferable to a friend or family member.

   

  Note: this is our final offer to the complainant.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Passenger Names: ************************ and ********************************** Contact Information: *****************. SE, *******, ** T2J 4M4 Phone: ************** Email: ******************** Booking: Regent Seven Seas Cruises, Ship: Seven Seas Mariner Sailing from ***** to ********,embarking in ***** May 17, ****, Debarking June 2 in ******** (16 nights)Regent Booking Number: ******* ************** Cruise Connections, 604-***************************************************************************** V6E 2V2 Phone: ************** Travel Agents Name: Sanjay ***** President ******* of the Complaint:******************* booked the cruise as a response to a Cruise Connection advertisement about August 21, 2023 (Cruise Connections Booking Number 403695)On November 15, 2023, ******************* requested that his future cruise credit ($9,489.78 CAD with Regent Seven Seas Cruises) be applied to the booking. Up to today, December 4, Cruise Connections has not applied the future cruise credit (***) to the booking, despite requests from ******************* to do so. Cruise Connections has not challenged the validity or amount of the **** but continues to refuse to apply the *** to the cost of the cruise, despite almost three weeks having passed.According to the August 21 invoice, final payment is due in four days time (on December 8, 2023). ******************* has indicated to Cruise Connections that he will be ready, willing and able to pay the invoice (adjusted by the ***) on Dec. 8.Cruise Connections has not provided an explanation for its refusal to apply the *** and has consistently put off providing a logical reason for the delay and has expressed the possibility of unilaterally changing the terms of the contract with *******************.***s are issued by a cruise line and are to any future cruise with the same cruise line.******************* has documentation available if requested or required.

  

  Business response

  05/12/2023

  Initial Response

   

  Cruise Connections acknowledges the receipt of complaint # ********.on December 5, 2023. We will review this file in greater detail and respond accordingly. 

  Customer response

  06/12/2023

   
  Complaint: 20956672
  
  I am rejecting this response because:

  I originally contacted the company about this issue 20 calendar days ago, so the company has had plenty of time to consider a response.  I believe that at least four members of senior management (including the President) have been aware of the issue. do not believe any further delay will be productive.
  
  Sincerely,
  
  *******************

  

  Business response

  18/12/2023

  Hello, i spoke to the complainant just now. we have agreed to create a phone call on Wednesday Dec 20/23, at which time we will either apply full payment to the cruise line, using the FCC's + the remaining balance, or we will cancel the booking and the complainant will recieve their full deposit back of $1300 CDN

  Customer response

  23/12/2023

   
  Complaint: 20956672
  
  I am rejecting this response because:

  I received a phone call from ******************* of Cruise connections on Wed., Dec 20. At that time, we agreed to proceed with the booking,with Cruise Connections applying the future cruise credits (FCCs) to the booking and me paying the balance on my credit card. Cruise connections supplied an invoice reflecting the agreement. The invoice was paid on Wednesday, Dec. 20.
  
  On Thursday, Dec.21, I spoke to ******************* from Cruise connections and we agreed to proceed with the flight arrangements. The agreed cost was an additional $200 ($100 per passenger) for a customization of the flights. My credit card was charged the additional $200 on Dec. 21.
  
  On Friday, Dec. 22,I received a phone call from *******************. He informed me that an additional $250 will be charged to my credit card for the air customization. The total air customization charge will then be $450. ******** also informed me that there would be no insurance provided for the trip. ******** also informed me that the on-board credit of $200 USD would be removed from the booking.
  
  The main contract between Cruise Connections and me was concluded on Dec. 20. That contract included the provision of Insurance and the inclusion of $200 on-board credit. Cruise Connection has breached the contract.
  
  The secondary contract regarding the air customization was concluded on Dec. 21. That contract included the air customization for the price of $200. Cruise Connections, if it applies that charge to my credit card, will have breached that contract and it will have charged my credit card without my
  permission.
  
  Cruise Connections has said that it is losing money on this booking. Whether or not that is true, Cruise Connections knew or ought to have known about the implications of applying FCCs to a booking, and proceeded to accept my booking.
  
  Please find attached the invoice sent to me and paid by me on Wednesday, Dec. 20, 2023,showing all the benefits included in the cruise.
  
  Cruise Connections has breached two contracts and acted in bad faith and unscrupulously.
  
  Sincerely,
  
  *******************

  

  Business response

  17/01/2024

  Hello **************
  
  In response to your last email regarding the scenario if you were to cancel your cruise before you board. I will also cover the refunds of taxes and an update on the Future Cruise Certificates (FCCs) that were created for you on a past Regent sailing that you booked through another agency. I did reach out to Regent to get in writing from them their stance on both the taxes and the FCCs
  
  I am providing additional updates to my response of Jan 7 (see below)
  
  If you were to cancel on May 10 due to a medical issue. It would be treated as a cancellation as the sailing date is 05/17/24.
  
  We will contact Regent as soon as you notify us to cancel the cruise.
  Upon Regent canceling the reservation, they would do the following
  Send us the cancellation confirmation.
  This would indicate the penalty structure and fees. ( it would be in 100% penalty)
  
  They would start the process to refund the taxes of $1216 CDN to your CC you used to pay them
  They would initiate the steps to reinstate the Future Cruise Certificates that were used on this booking.
  
  I did get in writing the details of the FCCs, my original response was based on a phone call with a reservation agent, I did go back to my contact at Regent, based on your response to the FCCs.
  The information that I received from the reservation agent was not accurate, here are the facts based on Regent's response to confirm
  The FCCs need to be assigned to a reservation by January 30, 2024
  If you were to cancel this sailing where the FCCs are currently applied, the value of the FCCs would be reduced by the penalty fees. As the penalty fees are greater than the value of the FCCs. the FCCs would have no value to them.
  Cruise Connections would cancel your booking in our system, and send you a cancellation invoice, the refund of the taxes, cancellation fees, and the cost of the insurance we paid on your behalf.
  We would call Travelguard on your behalf and start a cancellation claim.
  Travelguard will send you documents that support the claim and CC me on that email.
  I would set up a time to call you and assist you with filling out all of the required documents.
  I will continue to work with you until the claim is approved and you receive your cheque from them.
  
  In closing, our position has not changed and we will not be insuring the value of the Future Cruise Certificates.

  Customer response

  17/01/2024

   
  Complaint: 20956672
  
  I am rejecting this response because:

  Cruise Connections initiated unilateral action AFTER the agreement was executed.  When the agreement was executed on Dec. 21, 2023 by final payment being made by me, there was neither agreement nor notice that the insurance provision would be changed.  M. Dy of Cruise connections called me on Dec. 22 and followed up with an email on Jan. 2, explaining that there would be changes.

  Cruise Connections is simply in breach of contract and is attempting to impose insurance that would pay less that 26% of the price of the cruise and related flights.
  
  Sincerely,
  
  *******************

  

  Business response

  17/01/2024

  i am aware of the response from the claimant and we will respond back accordingly

  Customer response

  18/01/2024

   
  Complaint: 20956672
  
  I am rejecting this response because:

  The "response" is non-responsive.
  
  Sincerely,
  
  *******************

  

  Business response

  02/02/2024

  Hello

  In response to the Claimants rejection we will provide the following.

  The claimant booked a cruise through us on 08/15/24. they took advantage of our offer, which had substantial savings. We later found out the claimant had Future Cruise Certificates (FCC) with the vendor, where he had applied them to the same sailing with another agency. when the clamant cancelled the other agencies sailing, because our price was provided massive savings. the claimant wanted to pay for a part of the cruise with these FCC's. we then found out that the FCC's are non-commissionable. therefore reducing our yield to such a low amount that would not allow us to cover the costs of insurance that we provide on our behalf to the guests. we simply do not have enough profit on this sailing to insure the FCC's. 

  in closing, Cruise Connections is not changing their stance on this booking. We will not insure the future cruise certificates, however we will insure the remaining value of the trip costs less the value of the FCC's

   

   

   

  Customer response

  13/02/2024

   
  Complaint: 20956672
  
  I am rejecting this response because:

  Cruise Connections (CCC) is in breach of contract.

  CCC accepted full and final payment for the cruise on Dec. 21, 2023 by processing payments through my credit card.  The contract was thereby fully executed.  The next day, CCC decided to unilaterally modify the terms of the contract by reducing the amount of insurance coverage by about 75%, clearly a breach of contract.  I was in no way responsible for CCC's alleged claim that CCC is not making a profit on this transaction.
  
  Sincerely,
  
  *******************

• Initial Complaint

  15/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is **** and I had booked Antarctic trip with cruise connect from 10Feb to 21Feb 2023, they are around 15 people from all over North America, ********* and ***** from my group.This email is in regards to the payment that I need to dispute with your company, I had been contacted with one of your crew ****** and price is **** CAD per person, I requested a reserve on this and nothing was made(I need to arrange money for 2 people and it takes time). when I got money and asked about cruise 1 business day later, I was been transferred to another crew ****** which she assumed that I speak ******* and was contacting with ****** before. When I was transferred to ****** and price had been increased to **** CAD, and I was informed if you do not need it, I am happy to sell it to someone else.Firstly, I do not want to be involved in this bonus or commission fight between your crews(why they transfer me around without inform me). Secondly, I feel they are discriminations and why ****** do not serve me? And lastly I never agree to pay **** and that is only ****** had forced me and telling me that your previous booking had been cancelled with no reasons. I had been charged total $800 CAD extra and I request a full refund of it, and I had tried to contact the business manager ***, he had put me on hold and this had been over 2 months now.

  

  Business response

  15/06/2023

  i acknowledge receipt of this complaint. we will be providing a more detailed response, after we do our research

  Customer response

  23/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  24/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a cruise through Cruise Connections, with final payment due on Sept 29, 2022. We made a final payment of $15798.00 and previously a deposit of $1000.00 for a total cost of ********. The purchase included cancellation insurance.On December 8th, 2022 we submitted a form through our Cruise-Connections representative (*******************) cancelling our trip due to health issues. When we asked how the refund was progressing, ******* responded that he had emailed the insurance company (Travel Guard) and that we would get all of our money back, less 10%,We then received a letter and a check from the ********** ********************** Goel. The check in the amount of $1216,00.There was no explanation or justification for this amount. I also contacted the insurance company, Travel Guard, who could find no evidence that our claim was submitted. In fact they said the 'certificate number' was bogus.Cruise Connections will not return my phone calls or emails.I am requesting a refund of $13902;.20. (******** less 10% minus received check $1216.00)I've attached copies of the final payment email, *********************** email, the insurance claim form, and ********************** ****** letter.

  

  Business response

  24/02/2023

  Hello BBB, i am in recipet of this complaimt and i will do my investigation and repsond back within the 10 days as per the requested timeline

  Customer response

  01/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  It is not a response, only the promise of a response.  I will wait the ten days to see an actual response.
  
  Sincerely,
  
  ***********************

  

  Business response

  21/03/2023

  please find attached our response to this complaint. 

• Initial Complaint

  26/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a cruise 24Oct - 7Nov, 2022, with Cruise Connections at a price of $3799. per person X 4. This Price included airfare to Rome and Return from Fort Lauderdale for the Four of us. I had requested Gary M** (TA) when agreeing to the deal that i wanted to arrive in Rome 3 days early. Gary advised that wouldn't be a problem and when the 2022 flights were available to book customer service would assist. I January 2022, I dealt with Cathy H*** on booking our Flights. I requested a flight for Oct 20, 2022 to Rome X 4 and a flight from Fort Lauderdale when we arrived to Port on November 7 2022. ******* ** *** ****** * ****** On January 17, 2022 I received a email from Cathy H*** that my request would costs $289.00 per person X 3 and 109.00 X 1 (for son not returning to Toronto). As everyone knows that flight disruptions re COVID were happening leaving 3 days early for a cruise is a smart choice. On September 12, 2022 I received an email that the return Flight that Cruise Connection booked was now changed to 4pm from 12 noon flight. I advised I received the change and asked for clarity why I was Charged an extra $189.00 X 3 =$567.00 for a return flight that was included in my original fees paid that i never requested a customization too! I also advised that *** ****** had a 1115am flight at 145.00 per person that was a better fit. I was advised only that to make a change i would be charged extra again. I am requesting that Cruise Connections refunds the $976.00 I was charged for a so called Customization of flights that were supposed to be included. At the very minimum I request the $189.00 X 3 for a Total of $567.00 that i was wrongly charged for is refunded by cheque or On Board Credit to my upcoming Cruise.

  

  Business response

  11/10/2022

  This is in response to Mr. ************ complaints regarding two primary issues:
  
  An Air Customization Charge of $567 – Cruise Connections doesn’t have a record of this charge to Mr.  **********.  If he has records of getting charged for this amount, we would be happy to review it and resolve the ****** accordingly.
  
  An Air Customization Charge of $976 – This is a valid charge based on the following facts: 
  
  On April 14, 2021, Mr. ********** contacted us to book one of our special packages with an exclusive pricing bundled with cruise and flights sailing on October 24, 2022 on a 14 night European Cruise onboard Celebrity Edge.
  
  The above communication was a recorded telephone conversation, which transpired for 11.20 minutes. See attached recorded phone call.
  
  During the duration of the call, from 3.26 minutes mark to 4.21 minutes mark, the conversation revolved around customizing air.  Mr. ********** informed us that he wanted to arrive 3 days earlier in Rome prior to his cruise on October 24 which was a smart decision
  
  During the 3.56 to 3.59 minutes mark of the call, our Travel Agent, Gary M** advised Mr. ********** that we can certainly customize his flight schedule to arrive 3 days earlier than his cruise but since this is a special package where we have the air built in to arrive on the day of the cruise of Oct. 24, there will be customization fees for a customized flight 
  
  These Air Customization fees are not unique in the Travel/Airline Industry. There is a nominal administrative fee plus the air differential costs from the original flight schedule to a customized flight schedule charged by the airline which we then pass on to the guests. These charges are outside our control
  
  Our travel agent further advised Mr. ********** to book his Air 5 months prior to the cruise date especially if he plans on customizing his flight as this will present him more options for his flights to choose from
  
  Mr. ********** acknowledged these information during the call without expressing any reservation
  
  On January 17, 2022, Cathy H*** from our Air department provided the costing for the Air Customization for Mr. ********** and his 3 other family members for a total cost of $976.  Mr. ********** raised the issue of Air Customization Fees and Cathy referred the issue to the Travel Agent, Gary M**.  Nevertheless, Mr. ********** authorized the Air Customization Fees of $976 using his credit card on our file (for privacy and security purposes, I removed his credit card number on this document).  Please see email below between Mr. ********** and Cathy H***.
  
  On January 18, 2022, Gary M** revisited the issue of Air Customization Fee with Mr. **********.  In my earlier email above, as mentioned, Mr. ********** was first advised of this Air Customization Fee on April 4, 2021. 
  
  Subsequently, Mr. ********** raised the issue of why he’s getting charged this amount and our travel agent, Gary M** addressed this issue again with him.  Please see email below dated January 18, 2022.
  
  On September 12, 2022, we advised the client of a change of their flight departure time (Ft. Lauderdale to Toronto) from 12 noon to 3:20 pm; a 3 ½ hours differential from their original return flight schedule.
  
  These changes are beyond our control.  The global pandemic has certainly created hardship with the most severe impact to the Travel Industry.  As the industry recovers and resumes operations, we continue to experience cancelled, delayed or rescheduled flights.  While the situation is certainly improving with substantial efforts being made by the Airline Industry, the reality of short staff as a result of the pandemic, logistic issues, country restrictions, COVID 19 variants etc. are still looming around.   
  
  Mr. ********** wanted an earlier return flight of 1:15 pm with *** ****** but his flight is booked with **** ***.  We can’t rebook him with *** ****** without incurring full costs and his tickets with **** *** are also non-refundable at this time.
  
  We kept his flight schedule with West leaving at 3:20pm on November 07 ( a differential of 3 ½ hours from his original departure) and he agreed to it.  There was no additional charge of $567, contrary to what he previously stated on his email. 
  
  We believe we have been fair and transparent in all our communications with Mr. ********** and that we had his collaboration all along in the process.  We have recorded phone call and written documents to substantiate our position. 
  
  We felt our interactions with Mr. ********** have been positive and pleasant;  we’re very surprised this ****er was brought to our attention a month prior to his trip when we booked his flights in January 2022, 9 months prior to his trip. 
  
  Please let us know if you need further information and thank you for taking the time to review our response.
  
  

  Respectfully yours,
  
  Criz P*******
  Vice President of Sales & Marketing * **** ***
  Cruise Connections Canada
  ********* ** ****** ******* ********** ** *** *** **** ***** ************** ****** ****** ************ ******
  www.cruise-connections.com
  
  

  Email Exchange between Gary M**, Cathy H*** and Mr. **********
  From: Gary M**
  ***** ******** ******* *** **** **** ** *** ***** **** ******************************* ***** *********** ***************************** ******** *** *** ****** ****** * ********* **** * **** *** ****
  Dear ****,
  
  Thank you for your email.
  We work with our clients regarding the customization of your trip.
  Like what Cathy informed you, if you take the original package, there will be no additional charges.
  If you customize some components of the package, we will quote you the additional costs and wait for your approval for those costs.  Cathy will take the payments as per your instruction and ticket your air.
  
  Regarding the seat selection, you could have complimentary seat selections when you complete your on-line check for your flight 24 hours prior to your flight.
  If you would like to select seats prior to that, you are welcome to contact the Airline directly.
  Have a safe, healthy and wonderful 2022.
  Should there be anything we could further assist with, please let us know again.
  
  

  ***** ***** **** ****************************** ***** ******* ******* *** **** **** ** *** ***** *********** ***************************** *** **** *** *****************************
  Subject: RE: Air Flight Option - Celebrity Edge * **** *** ****
  
  Great! Thank you very much!
  From: **** ********** *****.***********************
  Sent: Monday, January 17, 2022 4:18 PM
  To: Cathy H*** ******************************
  Cc: Gary M** *****************************
  Subject: Re: Air Flight Option - Celebrity Edge - **** *** ****
  
  All info is correct and yes use my ****** card on file for payment 
  
  On Jan 17, 2022, at 6:59 PM, Cathy H*** ****************************** wrote:
  
  Hello ****;
  Thank you for the reply, I am unsure regarding the confusion regarding the included flights so Gary will be calling you to clarify.
  In the meantime, before I can issue tickets I  would also like to verify that the information we have on file is correct and matches each of your passports EXACTLY (for privacy and security purposes, I removed his personal information including his birthday on this email)
  Lastly, shall I use the ********** on the file for the additional air charges?
  I look forward to hearing from you soon.

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩